We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The initial setup is pretty straightforward."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"Right now, we are starting to be dependent on the CMDB a lot."
"It helps when you have an incident or performing a problem change management process."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We can search open and closed cases to find what we have done in other incidents."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The initial setup is straightforward."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"The automations will really help the company by delegating work the way your company operates."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The interface for the users is a bit old-fashioned and not user-friendly."
"The cost of this solution is too high, which is why we're leaving."
"One area that this product can improve is in the mobile user aspect."
"Ease of support and upgrades need much improvement."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"If I had to choose, it would be more around the user interface than the mobile experience."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"They need to work on the speed of Jira."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"I'd like to update the dashboard so that more features are available."
"It is difficult to navigate if you don't have any prior knowledge."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX), IBM Maximo and ManageEngine ServiceDesk Plus, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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